Subscribe with Email

The Top 5

Simply say “jellyfish” or “I think we’re having a jellyfish moment” or “Gee, did I just see a jellyfish swim by?” It’s a catchall for “Why don’t you take this offline — the rest of us would like our meeting back.”

To genuinely become a company that is focused on creating a world class customer experience you must have an individual – or team depending on the size of your company – who oversees customer experience.

We like to think about the customer’s journey through support as a funnel. Similar to the sales funnel, you want to guide customers through their experience with your company, qualifying them as you go. This ensures that everyone gets what they need, but no additional resources are wasted when not needed

Above all else, remember: UX teams were created to fill the gaps left by Product Management, but they are not a replacement. UX is one of the most exciting parts of building products — the stories in the books above are usually compelling and relatable and the ideas and suggestions straightforward.